Head of Services - Support and Managed

Schedule: Full-Time | Exempt
Travel: Minimal, as needed

Lead the Team That Supports Every Member Moment
If you’re a natural leader who knows how to balance people, performance, and purpose, this role puts you right at the center of it all. You thrive in fast-paced environments, know how to coach through challenges, and can turn data into action that improves both team results and member experience.

At Western Health Advantage, our Member Services Supervisors guide and support the teams that serve our members every day. You’ll lead with clarity, build strong team performance, and partner across the organization to ensure every interaction reflects the quality and care we stand for.

Supervise, coach, and support Member Services Representatives and Quality Assurance staff

Maintain high performance standards through regular feedback, coaching, and evaluations

Support hiring, training, and development of team members

Foster a positive, accountable, and service-driven team environment

Operational Performance and Strategy

Monitor and analyze department performance using KPIs and reporting tools

Partner with leadership to develop and implement strategies to close performance gaps

Support workforce planning, scheduling, and attendance tracking

Support team members in resolving complex or sensitive situations

Ensure timely, accurate responses to member needs and service commitments

Promote a high-quality, member-centered service approach

Partner with internal teams and leadership on projects and business initiatives

Communicate updates, performance insights, and recommendations to stakeholders

Contribute to process improvements and department strategies

Compliance and Quality Oversight

Promote and ensure adherence to privacy, security, and regulatory requirements

Monitor compliance with company policies and required trainings

Recommend and support improvements to policies and procedures

Associate’s degree in Communications, Business Administration, or related field preferred

5+ years of experience in a call center environment with increasing responsibility

Proven experience supervising, coaching, and developing team members

Strong leadership, coaching, and performance management skills

Ability to analyze data and translate insights into action

Ability to manage multiple priorities in a fast-paced environment

This role is essential in ensuring our Member Services team delivers consistent, high-quality support to our members. By leading with clarity, accountability, and care, you directly influence team performance, member satisfaction, and the overall success of our service experience.

Western Health Advantage is committed to providing equal employment opportunities to employees and applicants for employment on the basis of merit and without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, medical condition, genetic information, marital status, ancestry, military or veteran status, or any other basis made unlawful by federal or state law.

#